21 Golden NuggetsDelivering Great Customer

Service

by Nancy FriedmanThe Telephone Doctor

Nancy FriedmanTelephone Doctor Customer Service Training

1. Say something nice to someone at least once a day

2. When in doubt, leave it out

3. Don’t ever argue with a customer

4. Add a note to anything you mail out to a customer

5. Use “we” statements

6. Be the one to say hello first

7. Keep the fences low

8. Be a double checker

9. We cannot do two things well at once

10. Watch your attitude

11. Respond rapidly

12. Firm handshake

13. Send thank you notes

14. Use your name when answering the phone

15. Listen

16. It shouldn’t take two people to give good customer service

17. Show empathy and sympathy. Know the difference.

18. I apologize vs. I’m sorry. Know the difference.

19. Be prepared

20. Smile

21.Reserved for your own customer service tip

Telephone Doctor Customer Service Training30 Hollenberg CourtSt. Louis, MO 63044314-291-1012nancy@telephonedoctor.comwww.telephonedoctor.com

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